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Business Process Excellence is never achieved because your competition is
always getting better and your customers are always becoming more demanding. We
live in an over capacity world. As one Dell supplier found out as he returned to
his seat after being given an Aware for excellent customer service to Dell,
before he sat down with his award, he was asked by Dell what are you going to do
to improve next year. So much for basking in the sun and enjoying your award.
This is the new norm today. Mexico was the low cost producer until along came
China. Then China was low cost producer until along came other Asian countries.
So the cycle continues. At one time quality levels of 90% were acceptable. Then
it was 95% quality and then 99% quality levels. In the last 10 years people talk
about 6 sigma quality which is 3.4 defects per million. Just think about
reconciling your own personal checking account and ask yourself if you can go an
entire year without making an error. Most of us would say we make several errors
during the year and most of us do not have one million transactions.
So what is Business Process Excellence
- Your process is designed to meet your customers
demands. A fast food restaurant will have different quality
levels than a 5 star restaurant. However both can have food acquisition,
food preparation, and food serving processes that are designed excellently
for their intended customers.
- Excellent Business Processes are in control. This
means they achieve the results they were intended to. A partially cooked
chicken probably does not meet process excellence in either a five star or a
fast food restaurant.
- Process Owners and Managers are focused on
continuous business process improvement.
- Process owners, managers, and employees are constantly
asking their customers what else they can do to satisfy them
(e.g. better morning coffee at fast food restaurants at a reasonable price
is an example of aiming for process excellence.
Call John Antos, Jim Brimson or Pat Dowdle at
972-980-7407 to find out how we can help you achieve Process Excellence.
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